This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead, Client Experience based in Canada.
Join a collaborative, client-focused IT services environment where you'll combine technical expertise with leadership to deliver exceptional customer experiences. In this role, you will serve as a trusted advisor to clients while guiding a team of technical professionals in delivering high-quality managed services. You'll play a key role in strengthening long-term client relationships, driving operational excellence, and supporting complex IT environments across cloud, infrastructure, networking, and security. Working closely with cross-functional teams, you'll influence strategic technology decisions, mentor colleagues, and help shape service delivery best practices. This is an excellent opportunity for an experienced IT consultant who thrives in a fast-paced environment and enjoys balancing hands-on technical work with team leadership and client success.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead, Client Experience based in Canada.
Join a collaborative, client-focused IT services environment where you'll combine technical expertise with leadership to deliver exceptional customer experiences. In this role, you will serve as a trusted advisor to clients while guiding a team of technical professionals in delivering high-quality managed services. You'll play a key role in strengthening long-term client relationships, driving operational excellence, and supporting complex IT environments across cloud, infrastructure, networking, and security. Working closely with cross-functional teams, you'll influence strategic technology decisions, mentor colleagues, and help shape service delivery best practices. This is an excellent opportunity for an experienced IT consultant who thrives in a fast-paced environment and enjoys balancing hands-on technical work with team leadership and client success.
Accountabilities:
- Lead the delivery of managed IT services for a portfolio of clients, providing strategic guidance while ensuring exceptional customer satisfaction and long-term relationship management.
- Serve as the primary technical escalation point, resolving complex infrastructure, cloud, networking, virtualization, and security challenges while coordinating cross-functional support when required.
- Manage and maintain Microsoft Azure, Microsoft 365, Windows Server, Active Directory, virtualization platforms, backup solutions, and modern security technologies to ensure reliable and secure client environments.
- Collaborate with project delivery, sales, and technical teams to support solution design, pre-sales activities, project transitions, statements of work, and ongoing service improvements.
- Monitor service performance, coordinate change requests, review managed services reporting, and proactively identify opportunities to improve client environments and operational efficiency.
- Provide day-to-day leadership, coaching, mentoring, and work prioritization for the Client Experience team, fostering collaboration, accountability, and continuous professional development.
- Develop and maintain technical documentation, promote best practices, participate in after-hours support rotations, and contribute to ongoing process improvement initiatives.
- 5+ years of experience in IT consulting, managed services, or client-facing infrastructure support roles.
- Strong expertise with Microsoft Azure, Microsoft 365, Windows Server, Active Directory, Entra ID, networking, virtualization, backup, and hybrid cloud environments.
- Proven experience leading technical teams, mentoring colleagues, and acting as an escalation point for complex client issues.
- Ability to communicate technical concepts clearly to both technical and non-technical stakeholders while building trusted client relationships.
- Experience providing strategic technology recommendations aligned with business objectives.
- Strong organizational, analytical, problem-solving, and stakeholder management skills with the ability to manage multiple priorities effectively.
- Commitment to continuous learning, with relevant Microsoft certifications completed or willingness to obtain them.
- Legally authorized to work in Canada, with residence in Alberta or British Columbia, a valid driver's license, access to a vehicle, and availability for occasional travel and after-hours support.
- Competitive annual salary ranging from CAD $90,000 to $115,000, based on experience and qualifications.
- Full-time remote work opportunity for candidates based in Alberta or British Columbia.
- Opportunity to work with modern cloud technologies and diverse enterprise IT environments.
- Ongoing professional development, certification support, and continuous learning opportunities.
- Collaborative, supportive team culture with opportunities for technical leadership and career growth.
- Exposure to strategic client engagements and cross-functional technology initiatives.